714 results found
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Max Agent Click to Dial, from Browser/desktop
A simple but very useful feature to have.
5 votes -
Max Call history too short
Max Agent history list is too short and there is visibility to only 2 calls in the history list. We need the history list to be much longer please.
5 votes -
Contact Center - Disposition Coding Pop Up into window
To ensure the agent is coding the call and not getting lock due to not coding previous call. If the disposition window would pop up into its own window it would be more apparent the coding has not occurred. Reducing the time the agent it stuck because of not coding.
5 votes -
I need to be able to pull abandoned calls details on an as-needed basis vs. waiting for a data refresh.
Sales. We call abandoned calls back to sell. If we have to wait hours to get the details, then we risk losing the sale.
5 votes -
Allow agents to place outbound calls in maxagent while on wrap up status
users who make a series of outbound calls have to manually change status from wrap up to another status just to dial another outbound number. It is an unnecessary series of mouse clicks that add up.
5 votes -
Adjust the Default Subject Line for Emailed Chat Transcripts
When customers choose to have their chat transcript emailed to them after chatting with us the email that they receive has a subject line of "chat transcript" which can't be edited. We'd like to have the ability to customize this so that we can include our company name. For example, "Company Name Chat Transcript". It's common for companies to have a live chat system and it's unclear where the email is originating from at a glance with the current subject line.
5 votes -
WFM Pro - Have some place that shows what weekly rule a team member is assigned to.
Please add the capability of showing what weekly rule a team member is associated with, either in the Employee section or in schedule manager, or even just a search function by agent in the weekly rules. Otherwise a lot of time is wasted trying to click through and find which weekly rule a team member may be tied too.
5 votes -
WFM Pro - Manage Requests Additional Functionality
It would be beneficial if in the manage requests tab, you could sort by any of the columns, in particular the submit date/time to be able to view in ASC order to have the oldest requests at top. Also, being able to see the Team that the agent is associated with and have any comments that the agent submits carry through to the schedule if approved.
5 votes -
Schedule Prebuilt Reports, and add their data field to "Data Downloads"
Currently there are some prebuilt reports (for example, Schedule Adherence, Evaluations by Team, Evaluation Details) that are incredible useful, but they cannot be schedule and sent via email (or made accessible via data download / cURL) on demand.It would be nice if the prebuilt reports could be scheduled to be send to an email address on a recurring basis, and if a custom data report could be created with their data points and downloaded.
5 votes -
Add Actual SLA to SLA ACD Widget on Dashboard
We'd like to have the option to note what our actual SLA is on the ACD Service Level widgets that we use on our Dashboards. As it stands it shows us if we're meeting SLA or not and how often but it would be a helpful reminder to show the actual SLA's that we have set.
5 votes -
WFM Pro - Ability to handle multiple requests submitted by an agent for a single day separately.
It would be beneficial and more efficient to be able to handle requests separately in case the response to either approve or deny the request needs to be different based on the request. It would also be nice to correspond with and agent via the request without having to approve or deny it.
5 votes -
WFM Pro - Improve Request Approval Process
We have encountered issues where we have had to make a change to an agents schedule, not realizing that they may have a pending request and unknowingly to us it will then discard that request and we may never see it.
5 votes -
Adjust the Default Font in MAX Agent Emails
Our company has a corporate font. We'd like to be able to set a default font for emails in MAX Agent to align with our companies branding. (we'd like it set to Arial / size: 11)
5 votes -
Ability to Adjust Column Size on ACD Widgets
We'd like to have the ability to adjust the size of the columns in our ACD widgets on our dashboards. Some columns are larger than needed and taking up valuable real estate so we'd like to shrink them down a little.
5 votes -
Allow requeued emails to keep their place in the queue
In MAX, when we requeue an email it puts the email to the end of the line. During our busiest season it's not uncommon for us to be 4+ days behind on responding to emails. When someone requeues an email, it could cause serious delays in the customer receiving a response. We'd like for requeued emails to keep their original place in line for when they originally entered the Contact Center.
5 votes -
QM - Allow deletion of evaluations without agents having to acknowledge them
Right now, evaluations that are submitted can only be deleted if they are completed or auto acknowledged. It would be great to be able to delete evaluations regardless of the status (e.g., when they're sent to an agent but before the agent acknowledges it)
5 votes -
When evaluating, to have the ability to edit comments, once saved.
Allows evaluators to be more efficient when needing to make an update.
5 votes -
MAX Agent: Ability to reply and also forward email
We'd like the ability to reply to an email but then also forward an email. Within MAX, once you respond or forward the email disappears and you can't take a second action. Our use case for wanting this is so that we could respond to our customers with a 'thank you' type message and then also forward the email onto the correct department.
5 votes -
Adjust notification noise in MAX Agent
We'd like the ability to adjust the notification alert sounds within MAX Agent. Currently, some reps find the alert alarming, loud and don't care for the tone and would prefer to have options to customize the notification sounds to suite their personal preference.
5 votes -
MAX Agent: Ability to surf an inbox
Would like to have the ability to 'surf' an inbox like we can do in Outlook and other email applications. We know that DFO offers this type of functionality however DFO doesn't offer a CRM integration which we need. We'd like the ability to be able to do this within MAX Agent without needing to use DFO.
5 votes
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